Summary
Overview
Work History
Skills
Hobbies
References
Timeline
Generic

Anthony Tran

Bonnyrigg,Australia

Summary

Organized Team Leader builds positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.

Overview

6
6
years of professional experience

Work History

Team Leader

OMRON Automation & Robotics
11.2022 - Current
  • Team Management: Directed and mentored a team to ensure optimal workflow, effective problem-solving, and the achievement of organizational goals.
  • Data Analysis & Reporting: Analyzed data to extract actionable insights, produced reports that supported decision-making, improved efficiency, and identified areas for problem resolution.
  • System & Process Improvement: Developed and implemented strategies to enhance systems and processes, driving efficiency, cost savings, and resolving operational challenges.
  • Auditing & Compliance: Conducted audits to ensure compliance with organizational standards and regulatory protocols, proactively addressing potential issues.
  • Project Management: Lead projects from initiation to completion, meeting deadlines, adhering to budgets, and resolving issues that arise during the process.
  • Inventory & Resource Management: Managed inventory systems to maintain stock levels, reduced waste, and solved inventory-related challenges.
  • Cross-Department Collaboration: Fostered collaboration across departments to resolve challenges, meet objectives, and improve performance.
  • Process Development & Optimization: Designed and streamlined processes to enhance efficiency and quality, addressing operational challenges.
  • Escalation & Issue Management: Handled escalations and critical incidents, resolved issues swiftly to maintain customer satisfaction.

Team Leader

Konec Mobile
01.2022 - 11.2022
  • Process Development & Compliance: Constructed and implemented processes to ensure stakeholders adhere to established standards and procedures.
  • Escalation Management: Managed escalated calls and effectively de-escalated situations, ensuring customer satisfaction when they requested to speak with a manager.
  • Performance Reporting: Created comprehensive reports to evaluate and project the performance of the call center, identifying trends and areas for improvement.
  • Team Collaboration & Performance Reviews: Facilitated team meetings and engaged with the outsourced call center to discuss overall performance, address weaknesses, and identify areas for improvement.
  • Product Monitoring & Customer Outreach: Monitored product performance and initiated outbound contacts with customers to resolve any identified issues within the system.
  • Quality Assurance & Feedback: Assessed agent-customer interactions and provided constructive feedback to supervisors, ensuring the maintenance of high-quality service standards.
  • Business Issue Resolution: Ensured compliance with management directives and procedures to address and resolve widespread business issues.
  • Outsourced Call Center Evaluation: Reviewed and evaluated inbound customer interactions, providing actionable feedback to the management team of the outsourced call center.
  • Training Development: Developed and implemented training modules for the outsourced call center to enhance performance and service quality.

Team Leader

Datacom (ATO & Service Australia Contract)
01.2019 - 03.2022
  • Agent Management & Performance Optimization: Managed agents to ensure adherence to protocols, monitored performance through daily reports, and provided coaching to enhance skills, resolve issues, and optimize KPIs. Conducted performance reviews, identified trends, and developed action plans for improvement.
  • Escalation & Issue Resolution: Handled escalated calls and de-escalated situations effectively, ensuring customer satisfaction. Initiated processes to resolve business issues and proactively address potential concerns, ensuring continuous improvement.
  • Coaching & Development: Provided one-on-one coaching and side-by-side training to agents, identified knowledge gaps, and implemented action plans for skill development and performance enhancement.
  • Quality Assurance & Feedback: Reviewed agent calls to maintain quality standards, delivered constructive feedback, and facilitated presentations to reinforce expectations for agents and lead agents.
  • Team Collaboration & Stakeholder Accountability: Facilitated team meetings, collaborated with other departments to align business strategies, and held stakeholders accountable for progress through regular follow-ups on action items.
  • Roster & Floorwalker Management: Organized rosters for BAU and contingency floorwalkers, ensuring adequate support for new representatives during peak periods.
  • Performance Reporting & Analysis: Created daily and monthly reports to track agent and floorwalker performance, identifying trends, and providing insights to drive operational efficiency and address underperformance.
  • Project Development: Developed and implemented projects to address identified business issues, fostering continuous improvement and proactive solutions.
  • Cross-Department Collaboration & Continuous Improvement: Worked across departments to strategize on business requirements, improve processes, and resolve cross-functional challenges.

Team Leader

Datacom (Services Australia)
01.2021 - 01.2022
  • Agent Management & Compliance: Managed agents to ensure adherence to established protocols and procedures, maintaining operational consistency and quality.
  • Escalation Management: Effectively handled escalated calls and de-escalated situations, ensuring customer satisfaction when they requested to speak with a manager.
  • Multitasking & Administrative Support: Managed daily business-as-usual (BAU) tasks while addressing administrative requests from upper management, stakeholders, or customers.
  • Performance Reporting: Created daily performance reports to track and analyze agents' progress, identifying trends and areas for improvement.
  • Coaching & Development: Provided individualized coaching through one-on-one sessions or side-by-side training to enhance agent skills and performance.
  • Team Performance & Collaboration: Facilitated team meetings to discuss overall performance, identify weaknesses, and highlight areas for improvement.
  • Quality Assurance & Feedback: Reviewed agents' calls and provided constructive feedback to ensure consistent quality standards were maintained.
  • Team Performance Analysis: Analyzed team statistics to assess overall performance, and developed action plans to address areas in need of improvement.
  • Performance Optimization: Provided feedback to agents on areas such as protocol adherence, communication skills, system efficiency, and performance optimization to improve KPI results.
  • Process Implementation & Issue Resolution: Initiated processes to address identified issues or mitigate potential concerns, ensuring continuous improvement.
  • Management Compliance & Issue Resolution: Complied with management directives to resolve widespread business issues and enhance operational effectiveness.
  • Agent Support & Development: Offered ongoing support to agents, including clarifying content, handling roster updates, resolving pay-related issues, addressing work concerns, and promoting skill and knowledge development.

Skills

  • Protocol Development: Expertise in designing and implementing operational protocols
  • Microsoft Office Suite: Advanced proficiency in Word, Excel, PowerPoint, and Outlook
  • Data Analysis & Reporting: Skilled in translating data into actionable insights
  • Strategic Planning: Proficient in developing strategies to resolve business challenges
  • Stakeholder Collaboration: Strong cross-functional collaboration skills
  • Quality Assurance: Experienced in ensuring service and compliance standards
  • Coaching & Development: Effective in mentoring agents for improved performance
  • Presentation Skills: Skilled in structuring and delivering impactful presentations
  • Communication: Excellent written and verbal communication skills
  • Taxation Knowledge: Familiar with Australian Taxation Office regulations
  • Organization & Time Management: Strong organizational abilities with a focus on deadlines
  • Adaptability: Quick to adjust to changing priorities in dynamic environments

Hobbies

I love playing badminton and chess in my spare time. I’m passionate about both games; they are excellent ways to stimulate my mind all whilst teaching patience and strategic thinking. I’m very competitive, but overall I mostly enjoy the game when it’s intense and suspenseful despite the outcome.

References

To provide upon request

Timeline

Team Leader

OMRON Automation & Robotics
11.2022 - Current

Team Leader

Konec Mobile
01.2022 - 11.2022

Team Leader

Datacom (Services Australia)
01.2021 - 01.2022

Team Leader

Datacom (ATO & Service Australia Contract)
01.2019 - 03.2022

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Anthony Tran